Customer Success Manager

Who We Are

For over 20 years, SPINS has been a leader in recognizing the transformative power of data in retail. We offer our clients cutting-edge tools to attract attention from a fast-growing segment within the Health & Wellness industry, the values-based consumer. Nearly half of shoppers prioritize products that emphasize wellness, social responsibility, and sustainable practices. SPINS retail consumer insights, analytics, and consulting services give our clients a competitive advantage to increase their share of this growing market. Our data is the most comprehensive and accurate in the industry, allowing clients to power AI models and machine learning algorithms that help them better understand and meet their customers' needs. At SPINS, behind all of our impressive data is our real differentiator, our people. We pride ourselves on our collaborative, flexible, and communicative culture that puts people at the center of everything we do.

Customer Success Manager

Summary

The Customer Success Manager will be assigned a book of business according to the strategic needs of the segment. This high-impact role will handle multiple clients in an entrepreneurial, problem-solving environment. You will be responsible for renewing and growing your clients’ business by acting as a 'trusted advisor'; gaining a deep understanding of their business, challenges, needs, and goals, and helping them derive maximum value with SPINS. This position offers the opportunity to collaborate with customers and internal teams across SPINS to educate, engage, and empower customers to achieve their strategic goals, reporting to the Manager, Customer Success within the Success Organization.   Job Duties & Responsibilities

• Become a SPINS product expert and use this knowledge to educate, coach, and mentor clients on our data, tools, and solutions.
• Distill best practices across client base and deliver insights and advice based on those practices.
• Independently own customer retention and growth, including communication, system entry and mitigation of potential retention risk.
• Manage proactive communication and client touch points including change management from a data and product perspective.
• Develop strategies to expand engagement, enable adoption and mitigate churn to drive long-term account growth.
• Cultivate strong customer champions and advocates.
• Anticipate client needs and manage client escalations that are raised to you from your sales and support partners and the customer.
• Act as the voice of your customer by capturing and communicating client needs and feedback to Product and Data teams.